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Council apologises over troubled new contract

North Hertfordshire District Council has apologised to residents about the performance of its seven-year waste collection and street cleansing contract with Urbaser only a week after it started.

The council said: “We would like to apologise to North Hertfordshire residents for the issues that have occurred at the start of our new waste and recycling contract with Urbaser.

”Unfortunately, we have experienced a number of operational issues, which has resulted in some residents either receiving their new food waste caddy late or having their food and/or brown bin collections delayed or missed. As a result, our phone lines have been extremely busy, which we appreciate is very frustrating for residents.”

Urbaser had doubled the number of call centre staff available and crews had worked over a weekend to catch up on missed collections. But there had also been “some issues with vehicle breakdowns”, the council noted.

It was also trying to resolve problems with the accuracy of data on residents signed up to pay for the previously free garden waste service.

The new contract also covers East Hertfordshire Council, which is understood to be unaffected by the problems that have hit its neighbour.

Urbaser has been approached for comment.

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